DCA Call Detail

Shows status changes for an agent or agents relating to a single DCA call identified by its unique CallID. Options

Availability	Custom
Select By	CallID
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	No
Graphs Available	No
Timeline Available	For full call timeline, see Detailed Call Statistics

Output

Column Name	Description	Type
CallID	Unique ID allocated to the call	Integer
Dialled Number	Also known as Service Number, and is the number dialled by the calling party	Telephone Number
Unique ID	Internal reference for analytics	Integer
Start Time	The date and time the new status was adopted by the DCA Agent	DateTime
End Time	The date and time the status expired. This is usually the same as the start date and time of the subsequent status change. The End Time of the final status for the call may extend beyond the end time of the call itself as seen in other reports (such as Call Data for example). This is most likely due to the agent's post-call Wrap Up time	DateTime
SkillSet ID	Unique SkillSet ID. It's possible more than one SkillSet may be accessed in a single call if for example a caller is transferred to another DCA Agent in a different Skill Set, or if there is Post Call functionality within the Service Plan that includes a different DCA Node	Integer
SkillSet Name	The SkillSet Name, as defined in Home>Service Manager>DCA>Skillsets	String
Agent ID	The ID of the DCA Agent handling the call as defined in Home > Service Manager > DCA > Agents	Integer
Agent Name	The DCA Agent Name as defined inHome > Service Manager > DCA > Agents	String
Agent Status	The Status adopted by the DCA Agent between the Start and End times	String
Log	Optional description that can be added when an Agent Status is changed using the Agent Portal, or by using Agent Manager in the Advanced Services Portal (Home > Service Manager > DCA > Agents). Note that the text for the current status is not available until the status changes
Duration	The amount of time the DCA Agent was in the reported Status	HH:MM:SS
Updated By Admin	Note that this information is the current status and is not available until the status changes